UMD: Customer Service Standards - Student Life
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Customer Service Standards

Student Life offices seek to deliver high quality service to students, parents, colleagues, and the general public.  Each office aspires to the following customer service standards during regular business hours and to the extent that staffing resources are available. 

Phone

Outgoing greetings should be updated weekly, at minimum, daily is preferable. An alternative is to leave a general outgoing greeting that acknowledges “I am in the office today, but away from my desk or on another call.” If this option is chosen, the outgoing greeting needs to be updated any day you’re not in the office (sick or vacation).

Provide alternative method of communication (e-mail).

Return calls on the same day OR within 24 hours (during the work week) even if the answer was not obtained.

E-mail

Turn on auto-reply if you are out of office for one day or more.

Respond within 24 hours (during the work week).

In Person

An open door policy is the standard.

A closed door means that an appointment or phone call requires privacy. It’s okay to knock if needed for an inquiry or appointment arrival.

Lunch Coverage

At least one employee will be available over the noon hour to take phone calls and walk-ins, if required by the office. Staff requiring release from their lunch coverage need to negotiate/secure a back-up.

Electronic Calendar

All staff will allow normal access rights so that appointments and meetings are viewable by staff.

Staff requiring meetings to be moved due to sick or approved vacation days need to notify a co-worker to move the meeting(s).

Vacations

Adequate office coverage from 8:00 am to 4:30 pm Monday through Friday must be maintained.

Same-day requests for early departure are granted only if adequate office coverage is available.

© 2014 University of Minnesota Duluth
The University of Minnesota is an equal opportunity educator and employer.
Last modified on 06/30/11 12:52 PM
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